Front Desk Supervisor

Overview

The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Lead by example in providing exceptional, personalized guest service.
  • Welcome and recognize VIP, repeat, and loyalty program guests.
  • Resolve guest concerns, complaints, and service recovery situations promptly and professionally.
  • Create memorable experiences for guests.
• Oversee daily front desk activities including check-in, check-out, room assignments, and guest requests.
  • Avoid errors in reservations, room status updates, billing, and folios.
  • Maintain accurate guest arrival and departure reports.
  • Support room inventory management and room assignment strategies.
• Maintain strong communication with Housekeeping, Engineering, Food & Beverage, and Sales teams.
  • Ensure smooth operations and guest satisfaction.
• Leadership & Team Development
  • Provide daily guidance and support to Front Desk Agents.
  • Assist with onboarding and training new team members.
  • Conduct coaching conversations and recommend corrective action when necessary.
  • Promote teamwork, accountability, and a positive work environment.
• Financial Responsibilities
  • Ensure accurate credit card processing.
  • Monitor and resolve billing discrepancies.
  • Support upselling initiatives and revenue-generating opportunities.
  • Assist in monitoring departmental expenses and operating efficiencies.
• Administrative Duties
  • Complete shift reports and pass-on communication accurately.
  • Ensure compliance with hotel policies, procedures, and safety standards.
  • Maintain confidentiality of guest and employee information.

Required Qualifications

• Minimum 1 year of leadership, supervisory, or lead agent experience.
• Strong guest service and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Ability to multitask and remain calm in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays.

Preferred Experience

• Experience with OPERA PMS.
• Experience with ALICE/Actabl and Medallia.
• Knowledge of IHG One Rewards program.
• Previous luxury, lifestyle, or boutique hotel experience.

Physical Requirements

• Stand and walk for extended periods.
• Occasionally lift up to 25 pounds.
• Ability to work at a computer and operate standard office equipment.
• Ability to respond quickly to guest and operational needs throughout the hotel.

Success Factors

• A Successful Front Desk Supervisor Leads with a guest-first mindset.
• Coaches and develops team members.
• Demonstrates strong problem-solving abilities.
• Maintains professionalism under pressure.
• Buils positive relationships with guests and colleagues.
• Consistently delivers operational excellence while creating memorable guest experiences.

Benefits

• In addition to travel discounts at our hotels, Highgate offers competitive benefits, including three pricing tiers of medical coverage, as well as Dental and Vision benefits to eligible full-time associates.
• Paid time off plans may also be available to associates who qualify.
• The Retirement 401(k) Program is open to both full-time and part-time associates who qualify.